Returns & Refunds

30-Day Returns

If an item isn't right, you can return it within 30 days of delivery for a refund or exchange, provided it is unused, unopened, and in its original packaging with all tags and accessories included.

How to start a return

1. Contact us with your order number and the reason for return
2. We'll confirm the return is eligible and provide instructions for sending the item back
3. Once received and inspected, we'll process your refund or exchange within 5 business days

What can't be returned

For health and hygiene reasons, the following cannot be returned once opened, in line with standard practice across the medical equipment industry:

• Continence products (pads, liners, undergarments)
• Compression stockings once out of original sealed packaging
• Any item that has been used

Faulty or incorrect items

If an item is faulty, damaged, or not what you ordered, this policy does not limit your rights. Contact us and we will arrange a replacement, repair, or refund at no cost to you, consistent with your rights under the Australian Consumer Law. These statutory rights exist in addition to, and are not replaced by, this returns policy.

Who pays return freight?

For change-of-mind returns, the customer covers return shipping. For faulty, damaged, or incorrectly supplied items, Aged Care Direct covers the cost.